Companies often talk about improving customer service but seldom do anything different to attract and retain new customers. CBA works with companies to raise their customer service levels from good or average service to exceptional. Our customer service improvement process includes getting the basics right, training employees how to provide consistent hospitality, and, implementing "WOW" service actions that keeps customers coming back.

We take companies through four steps to better service. First, we help identify a list of basic service behaviors that need to occur throughout the company. Second, we identify how these basic service behaviors need to be applied and trained. In our third step, we expand on customer service and teach employees about "hospitality." Our fourth and final step is to develop and implement a "WOW" service component.

Our four-step customer service process is tailored to meet the individual needs and characteristics of a company. Our process includes taking baseline measures of customer service and assessing customer satisfaction before the program is implemented and measurements after implementation.

When we work with a company on customer service, our objective is to help the company and its employee build a culture of customer service that cannot be beaten in the marketplace. The measure of our success is measurable improvements in customer service levels and customer satisfaction, increased customer loyalty, and increased revenue.

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